Isabelle Catalina Iovan
@isabellecatalinaiova
German-speaking customer support specialist with technical expertise in SAP and process improvement.
AustriaWhat I'm looking for
I am a German-speaking customer support specialist with 4+ years of experience delivering technical support, reducing onboarding time, and improving first-contact resolution rates. I combine hands-on production experience with strong knowledge of SAP MM/PP, Microsoft 365, ticketing systems, and clear process documentation to solve issues quickly and sustainably.
I have a proven record of creating user guides and knowledge bases that streamline onboarding and reduce escalations, and I excel at cross-departmental coordination in German and English. I seek remote customer support roles in technical or industrial sectors where I can apply my troubleshooting skills, drive continuous improvement, and support team efficiency.
Experience
Work history, roles, and key accomplishments
Production Operator
Schöfer
Mar 2024 - Present (2 years 3 months)
Performed quality checks on automotive plastic components, recorded inspection results, and flagged issues to support continuous improvement and on-schedule production.
Customer Support Specialist
Polytec Group
Sep 2023 - Feb 2024 (5 months)
Resolved 20+ daily material tracking inquiries using SAP MM/PP and ticketing systems, maintained 92% SLA compliance, and created SAP user guides that reduced onboarding time by 20%.
Internal Client Support Specialist
Fronius
Sep 2022 - Aug 2023 (11 months)
Provided technical support to production departments resolving 15–20 workflow issues per shift, developed German troubleshooting documentation and reduced escalation rate by 20%.
CNC Machine Operator
KEBA
Sep 2021 - Aug 2022 (11 months)
Provided CNC programming guidance to colleagues, reducing setup errors by 30% and created a knowledge base of 20+ solutions for recurring programming issues.
Sales Assistant
Surace Eis
Jan 2018 - Dec 2020 (2 years 11 months)
Served 50+ German-speaking customers daily during peak seasons, increased average transaction value by 15% through product recommendations, and managed complaints to maintain positive relationships.
Education
Degrees, certifications, and relevant coursework
ASQ / ISO 9001:2015 (in progress)
Certification (in progress), Quality Management
Pursuing professional development in ISO 9001:2015 Quality Management; course in progress.
Linz High School
Academic High School Diploma, Mathematics / Economics
Completed Academic High School Diploma with a mathematics profile and economic specialisation including logistics and customer interaction modules.
HBLW Landwiedstraße
Vocational Diploma, Vocational Training
Completed vocational training with a focus on practical skills relevant to logistics and customer interaction.
Tech stack
Software and tools used professionally
Availability
Location
AustriaAuthorized to work in
Job categories
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